Customer Success Manager

2 days ago

Bucharest, Bucureşti, Romania IDEMIA Full time €40,000 - €60,000 per year

Job Description
Purpose
This role provides customer relationship and project management and is responsible for the day-to-day management of key client projects.

Key Missions
Customer Management on Run aspects

  • Coordination with customer and all operational stakeholders (IDEMIA and potential 3rd parties)
  • Reporting inside IDEMIA and with customer about RUN activities and progress
  • Operational and commercial alignment with BU
  • Live customer contract knowledge and execution ownership
  • Incidents follow-up and compliance with support KPIs
  • Coordination with necessary resources for troubleshooting
  • Customer activity KPIs review & communication. Identification of improvement actions when needed
  • Crisis Management
  • Third party management : PO & invoicing, follow up 3rd party KPIs, prepare and conduct operational meetings
  • Customer escalation :
  • Proactively identify and raise alerts internally before customer escalation
  • Escalate issues to the proper level for speedy resolution

Scope management & CR Identification (Run)

  • Service delivery in line with contractual SLA
  • Scope change identification in line with BU
  • Service Request management

Customer Satisfaction management during Run phase
Transfer To Support

  • Accountability on Transfer To Support success execution

Financial Management (Run)

  • Run business sustainability monitoring on a customer level
  • Forecast, monitor and control RUN costs
  • Transaction capture
  • Customer business/activity trend anticipation & communication
  • Plan and trigger timely customer invoicing
  • Change identification – proactivity to promote CR with margins within company's limits

Customer Relationship management

  • Develop good rapport with Key Customer Managers
  • Identification and delivery of value additions to customer regularly

Profile & Other Information
EXPERIENCE / BACKGROUND

  • At least 5-8 years work experience in project management in solution delivery
  • The position requires strong background and experience in solution, integration and deployment, customer expectation management and collaboration with build, run and architect teams.

Industry Skills

  • IT Background: High level understanding of IT/Solutions Architecture
  • Experience with industry standard software development and service management methodologies.

Soft Skills

  • Proficient in spoken and written in both English and French (CSM will need to interface with French speaking clients), , other languages are a plus
  • Problem solving attitude/tools/techniques
  • Ability to read, analyze and interpret business agreements and technical specifications
  • Ability to write reports, business correspondence, and procedure manuals
  • Excellent social or interpersonal skills,
  • Good leadership skills
  • Proficient in Microsoft Office and Microsoft Project
  • PMP, Agile, ITIL, Six Sigma or equivalent certified is a plus
  • Multi-tasking skills
  • Assertiveness
  • Extensive product and industry knowledge
  • Negotiation skills
  • Excellent communication skills
  • Ability to work both independently and in a team environment.

EDUCATION / CERTIFICATION

  • Bachelor's degree of IT related courses like Computer Engineering, ECE Computer Science, IT from credible college or university;
  • Project Management Certifications (PMP or Prince 2) is a plus
  • ITIL certification is a plus

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